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Robert Half Help Desk in Jacksonville, Florida

Description As an IT Helpdesk Technician, duties include answering queries on basic technical issues and offering advice to solve them. It is also required to be customer-oriented and patient to deal with difficult customers and time sensitive situations.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities: • Serve as the first point of contact for customers seeking technical assistance over the phone or email • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution within a ticketing software. • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures Requirements * Hybrid desktop/helpdesk role. The person will be hands on in the field with users and equipment. No travel yet but could eventually require visits to other sites.

Our client is looking for a Desktop Support Tech. The volume has increased due to a number of projects including recent upgrades to Window 10, One Drive, Sharepoint, RAM, O365, Etc. Typical tickets can range from password resets, Microsoft Suite, O365, Mitel phones, etc. 8-5pm on days needed longer.

Working on a team of 4. IT support role doing desktop, helpdesk, and peripherals. Troubleshooting, user set up, Office products, imaging, O365 issues, exchange online, Teams troubleshooting, connectivity, and printers. They have a company wide Android tablet roll out coming soon as well so MDM experience is helpful.

• Respond to internal tickets and coordinate with the end user and supervisor to come up with solutions to deliver a sound and stable computing resolution, providing exceptional support while demonstrating a sense of priorities. • Install, configure, maintain, and troubleshoot PC hardware and peripherals. Maintain documented resolutions and operating procedures. Work independently in trouble-shooting problems and researching capabilities of current or proposed products. • Create and maintain user accounts on networks and applications. Give proper permissions as established, process onboarding and offboarding of users, based on supervisory approval. • Must comply with all company policies and procedures, applicable laws and regulations.

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Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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